【摘要】：與傳統(tǒng)的運(yùn)輸方式相比，高鐵運(yùn)輸方式具有安全性高、載客量大，，速度快、舒適方便等優(yōu)勢，受到廣大乘客的青睞。但乘客在看到這些優(yōu)勢的同時(shí)更加關(guān)注的是高鐵站服務(wù)質(zhì)量的優(yōu)劣。深圳高鐵北站銜接了京廣深港客運(yùn)專線及廈深鐵路，擁有目前最大的建設(shè)占地，最多的建筑面積，并將地鐵光明線、龍華線、環(huán)中線、公交站以及長途汽車站等銜接在一起，成為全國重要的區(qū)域性鐵路運(yùn)輸樞紐，它拉近了城市間的距離，促進(jìn)了區(qū)域間經(jīng)濟(jì)的交流與合作，然而深圳高鐵北站在經(jīng)營管理上仍面臨著眾多難題，如如何提高深圳高鐵北站的服務(wù)質(zhì)量、如何提升乘客的滿意度等。因此，對于深圳高鐵北站服務(wù)質(zhì)量的測評研究具有重要的理論和現(xiàn)實(shí)意義。 本文在依據(jù)服務(wù)質(zhì)量測評相關(guān)理論的基礎(chǔ)上，綜合運(yùn)用調(diào)查法、統(tǒng)計(jì)分析法及理論與文獻(xiàn)歸納法等多種方法，考察了深圳高鐵北站服務(wù)質(zhì)量測評問題。首先介紹并闡述了服務(wù)質(zhì)量的構(gòu)成要素、服務(wù)質(zhì)量測評模型與方法、服務(wù)質(zhì)量與顧客滿意度之間的關(guān)系等理論；然后通過實(shí)地調(diào)查考察了深圳高鐵北站服務(wù)質(zhì)量以及乘客滿意度現(xiàn)狀；接著根據(jù)問卷回收結(jié)果分析探討了深圳高鐵北站在服務(wù)質(zhì)量管理方面存在的問題；最后結(jié)合深圳高鐵北站戰(zhàn)略目標(biāo)及實(shí)情提出改善深圳高鐵北站服務(wù)質(zhì)量，提升乘客滿意度的策略。研究結(jié)果表明：深圳高鐵北站服務(wù)質(zhì)量受有形性、安全性、可靠性、響應(yīng)性等多種因素影響，整體的服務(wù)質(zhì)量水平并不高，乘客的滿意度水平較低，這將在一定程度上降低乘客乘坐深圳北站高鐵的意愿。 本文以經(jīng)典的服務(wù)質(zhì)量五維度模型為基礎(chǔ)，結(jié)合深圳高鐵北站服務(wù)特色,將安全性這一維度納入服務(wù)質(zhì)量測評模型中，構(gòu)建出與深圳高鐵北站服務(wù)一致的六維度模型，即有形性、可靠性、響應(yīng)性、安全性、保證性及移情性。并適時(shí)對SERVPERF量表指標(biāo)、題項(xiàng)及用詞進(jìn)行相應(yīng)的調(diào)整，建構(gòu)出與深圳高鐵北站服務(wù)一致的服務(wù)質(zhì)量評估體系。這在一定程度上拓展了SERVPERF評價(jià)法的應(yīng)用領(lǐng)域，對于其他高鐵站或車站服務(wù)質(zhì)量測評具有一定的參考價(jià)值。
[Abstract]:Compared with the traditional transportation mode, the high-speed rail transportation mode has the advantages of high safety, large passenger capacity, fast speed, comfortable convenience and so on, and is favored by the vast number of passengers. But passengers see these advantages at the same time pay more attention to the quality of high-speed rail station service. The Shenzhen High Speed Railway North Station connects the Beijing-Guangzhou-Shenzhen-Hong Kong passenger dedicated Line and the Xia-Shen Railway. It has the largest construction area and the largest building area at present. It also links the bright line of the subway, the Longhua Line, the Central Ring Line, the bus stop and the long-distance bus station. As an important regional railway transport hub in the country, it has brought closer the distance between cities and promoted regional economic exchanges and cooperation. However, the Shenzhen High Speed Railway North Railway Station still faces many difficulties in its operation and management. Such as how to improve the service quality of Shenzhen High Speed Railway North Station, how to improve passenger satisfaction. Therefore, it has important theoretical and practical significance to evaluate the service quality of Shenzhen High Speed Railway North Station. Based on the relevant theories of service quality evaluation, this paper investigates the service quality evaluation of Shenzhen High Speed Railway North Railway Station by means of investigation method, statistical analysis method, theory and literature induction method and so on. Firstly, the paper introduces and expounds the composing factors of service quality, the model and method of service quality evaluation, the relationship between service quality and customer satisfaction, and so on. Then the service quality and passenger satisfaction of Shenzhen North Railway Station are investigated by field investigation, and then the problems in service quality management are analyzed and discussed according to the result of questionnaire recovery. Finally, the strategy of improving service quality and passenger satisfaction is put forward in combination with the strategic objectives and facts of Shenzhen High Speed Railway North Station. The results show that: the service quality of Shenzhen High Speed Railway North Station is affected by many factors, such as tangible, safety, reliability, responsiveness, etc. The overall service quality level is not high, and the level of passenger satisfaction is low. This will, to some extent, reduce the willingness of passengers to take the Shenzhen North Railway Station. Based on the classic five-dimension service quality model and combining the service characteristics of Shenzhen High Speed Railway North Station, this paper brings the security dimension into the service quality evaluation model, and constructs a six-dimensional model which is consistent with the service of Shenzhen High-speed Railway North Railway Station. That is, tangible, reliability, responsiveness, security, assurance, and empathy. At the same time, the indexes, items and words of the SERVPERF scale are adjusted accordingly, and a service quality evaluation system is constructed which is consistent with the service of Shenzhen High Speed Railway North Station. To a certain extent, it expands the application of SERVPERF evaluation method, and has certain reference value for other high-speed railway stations or station service quality evaluation.
【學(xué)位授予單位】：湘潭大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F532.6

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本文編號(hào)：2187042